About Hearth
Hearth is on a mission to empower America's small business professionals to build growing, profitable companies. In a $600B/year fragmented market where 50-80% of home services companies fail within five years, we're building the essential operational financial infrastructure to power the next generation of small businesses.
Current Metrics:
- $26M Annual Recurring Revenue (ARR)
- 30%+ Year-over-Year Growth
- 12,000+ Contractors Served
- $4B+ Annual Transaction Volume
We’re expanding rapidly across our full product suite—including the newly launched Hearth AI Receptionist, an LLM-powered, 24/7 call-handling agent that books jobs and syncs every detail to our CRM. To maintain exceptional quality across all Hearth products, we need a detail-obsessed Quality Assurance Analyst who will:
- Audit real customer interactions, workflows, and product experiences daily—across both AI and non-AI features.
- Surface bugs, mis-routes, UX friction, and system inaccuracies the moment they appear.
- Translate raw product data (call transcripts, logs, customer behavior, and usage patterns) into crisp insights and prioritized fixes for our engineers and PMs.
- Own the end-to-end feedback loop that keeps every Hearth product smarter, more reliable, and more delightful week after week.
What You’ll Do
- Review & annotate calls – Score 150–200 calls/week against a rubric (intent detection, booking accuracy, brand tone, compliance).
- Write clear tickets – Reproduce issues with call IDs, transcripts, and suggested prompts or flow tweaks.
- Curate training data – Flag high-quality examples and edge cases for fine-tuning our LLM and speech models.
- Partner cross-functionally – Present weekly findings to Product, Data Science, and Customer Success; join sprint retros to ensure fixes land.
Who You Are
- 1-2+ years in conversation-QA, CX analytics, or contact-center QA
- Comfortable with GenAI concepts (LLMs, prompt engineering, speech-to-text).
- Impeccable attention to detail—hear the nuance in a contractor’s accent and spot a mis-tagged intent.
- Storyteller who can turn messy call logs into a one-page executive summary.
- Bonus: experience in home-services, SaaS, or voice UX design.
Benefits
- Mission-driven, values-based culture.
- Competitive pay.
- Unmatched opportunities to learn and develop; front-row seat at a fast-growing tech startup
More About Us
Hearth embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. We consider employment for qualified applicants with arrest and conviction records.
Top Skills
What We Do
Hearth exists because 50 - 80% of small businesses in the trades (roofers, plumbers, etc.) fail within their first five years. Our mission is to change that forever and empower small businesses to build and grow successful companies.
We've built an all-in-one platform that helps SMBs grow sales, protect profits, and save time. With over 10,000 customers, Hearth is a vertical SaaS platform powered by a financial services layer that is currently powering billions in home improvement projects.
Backed by the same investors as SpaceX, Stripe, Palantir, AirBnb, Rippling, Affirm, Brex, and OpenAI (FoundersFund, 8VC, Human Capital), we aim to protect small business entrepreneurship in America, redefine what is possible in running a trades business in today's rapidly changing world, and bring forth a future where every small business owner in the trades can succeed.
Why Work With Us
Hearth leads with a human-centric approach, building a culture around our people. We are growing, profitable in our base case, and are working to disrupt a fragmented, underserved, and $600B market.
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